My client offers the opportunity to work collaboratively on challenging projects, delivering high-quality solutions for an impressive range of clients. As their company grows and their client base expands, they are looking for new members to join our experienced and dynamic team.
The Support Services Manager is responsible for monitoring support issues across all of CTI's supported clients, co-ordinating the activity required to successfully progress and resolve issues. The role is heavily client-facing and involves triaging incoming support issues then monitoring those issues through to a successful conclusion, in accordance with defined SLAs, it involves a degree of first line support.
The role involves working with account managers to raise specific issues or provide detailed updates as required, liaising with support technicians and the system administration team to facilitate client communication and move things along, and providing performance reports to the senior management team.
General recurring problems or potential enhancements to support services should also be identified and discussed with the senior management team as they recognised, in order to help continually improve the quality of service provision and client satisfaction.
This role also has the potential to develop into a team leadership position as our support team expands.
A Support Services Manager will:
•Directly field incoming support calls from clients, ensuring they are tracked in the JIRA issue management system
•Triage incoming issues across all clients
•Monitor active issues and ensure they are progressed in accordance with SLAs
•Present a consistent view of support services to clients, with a consistent response and availability
•Work directly with support technicians and system administrators to effectively progress and resolve issues
•Escalate any potential issues which may prevent SLAs from being achieved or otherwise affect customer satisfaction, such as lack of resource during busy times
•Provide updates to account managers as required, and escalate problems to account managers if necessary
•Report on overall service performance to the senior management team
•Understand the nature of support requests sufficiently to effectively triage them and involve the right teams
•Effectively handle common scenarios for clients, e.g. the renewal of SSL certificates or organisation of pen. tests for hosting environments
•Administer support service agreement records
•Organise the schedule and availability of on-call support technicians
•Chair weekly support catch-up meetings
Desirable traits include:
•Experience in a similar customer support role
•A background in web application management (Particularly Drupal/Magento)
•Excellent client communication and customer support skills
•Good organisational skills
•Good personal presentation, especially when working with customers face to face
Their projects are delivered with tight collaboration between developers, production and project management and quality assurance teams. They do not work in isolation, rather in a supportive environment, focused on supporting and learning from one another. Here, they actively listen to their staff, who are encouraged to help influence how our business evolves
They have beautiful offices in a family type environment, they offer a great package which includes remote working, state of the art equipment and brilliant projects to work on. Based in Northern quarter in Manchester they are easy to access by car or public transport (bus, Tram